Customer Support Agent

Job Summary

To provide exceptional customer service, the full-time Customer Support Agent will manage real-time support on Intercom, aiming for swift responses within 5 minutes and resolving over 70% of inquiries without escalation, while working remotely during either EU or US shifts.

Key responsibilities

• Respond to incoming messages on Intercom, categorizing and attempting resolution with a target first response time under 5 minutes
• Utilize knowledge bases and macros to resolve common issues, aiming for a 70% resolution rate without escalation
• Provide basic configuration assistance and ensure clean escalation to the CS Lead for unresolved issues within 15 minutes

Required qualifications

• Minimum 1 year of experience in customer support, live chat, or ticketing roles
• Familiarity with support tools such as Intercom, Zendesk, or Freshdesk
• Ability to navigate SaaS products and explain functionalities to non-technical users
• Strong typing skills and clear communication in English
• Reliable and punctual, consistently following SOPs and escalation procedures